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The 'Request Participants' field should be added to customer portal forms. It would be much easier for users to fill in this field before submitting the form, rather than having to explain to them that the ticket can be shared after submission.

This feature worked well on Data Centre, so why make the average user's life more difficult?

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Please add this feature,

Hi team,
any plans around that

Please add this feature. 

We need the system to auto add Request Participants based on Organization (customer) of certain support tickets please!!! 

A workaround that includes existing JSD Automation can be achieved via a webhook THEN action that could call JSD's own API https://docs.atlassian.com/jira-servicedesk/REST/4.9.0/#servicedeskapi/request/{issueIdOrKey}/participant-addRequestParticipants with the configured usernames. Please note, that you need to be running a JSD Server version 4.1 or higher.

Mandatory to deliver flexiblity to service desk in 24x7 with multiple teams involve in a faster incident resolution.  

I worked around this issue using vanilla Jira Cloud, multiple workflows (1 per issuetype/project) and post functions. The feature would be incredibly useful though. This method adds a lot of clutter.

Official Jira doc about it

This feature would be extremely useful with how we use the software.  Is this functionality still being considered?

Why isn't this already a feature of Service Desk?

Given I cannot batch 'Add Participant' to tickets, then this becomes yet another time-consuming job I have to do by hand... 

I think this would be very helpful feature to implement them.

I think that this is a common requirement of nearly all service desks. Companies frequently support entire teams of users on an "account" basis. Since no single individual can work 24-hour x 7day shifts uninterrupted, it frequently becomes important for ALL members of an account team to be aware of support requests.

(We actually run into this problem a lot with getsupport.atlassian.com - it is PAINFUL to remember to request the addition of all our team's email addresses every time we open a request!)

Having the ability to build "Teams" "Organizations" or "Accounts" in a service desk, then assigning User Groups from Jira/crowd, (or even better - custom user lists within the SD project) could be a really great way to implement this. Then the agent/admin could enable "Auto-add participants" for that team/org/account and JSD would auto-add them to any request that was opened by any user within that team/org/account group.

I predict that this feature would greatly improve efficiency in resolution of support requests...

Going back to the getsupport.atlassian.com examples, we frequently run into issues where Atlassian support teams are requesting more info or debug data, that could be gathered by any member of my team... but the only person with access to the ticket is the original requestor. If the rest of my team had been automatically copied, the response from us (Customer) could be up to 24hours faster.

I also encounter this difficulty in competitive systems (like Service-now). I think that the company to build this the soonest will open themselves to a whole new subset of customers in today's team-oriented, collaborative world!

I need this feature ASAP (Cloud Version)

Created four yers ago...uhhh....will wait for it)

Hoping my loan voice is heard .

Any idea on when or if this one will be looked at? Looks like an issue that is in demand and while I am no developer I would have thought reasonable simple to do.  You would make a lot of us very happy if you did .

To put forward a business case for us:
We have an AUD support desk and an a UK support desk. The UK support desk cannot move to Jira SD until we have this feature. For now they are using our old system that is clunky, but does do this feature. This means that people who are working on both services desks are using two systems. They love Jira, hate the old system, so really really want to move the UK to Jira. Please make them happy.

Thanks,

I have got to say - Do Jira actually do anything about these requests? A lot of great ideas and needed functionality but most of the ones I see are all years old.

I got a survey the other day on how to improve Jira - Simple answer - just solve some of these problems!! Add some Functionality instead of selling Add ons.

Is there a timeline for this feature making it to a released version?  We are using the server version.

Hi I need this in Cloud Version.

I'm rather puzzled the automation for Service Desk is so limited in what it can edit in an issue. Why? 

A lot of customers asking for this functionality. We are using server version.

Need this in the server version please.

We would like this option in the Cloud version of Jira Service Desk.

Hi I want this to add to a specific org some specific users.

I know there is the option of customers notification for added organisation. But this will notify all the users of all the orgs, and I only want one org.

Please include this functionality.

Please add this or the ability for all customers to see all issues in a project.

We need it in Server version

Hi,
I would like this option in cloud version

Is this not possible out of the box now? IIRC you need to do it on the workflow, not using the SD automation.

Please, add this in Server... this should be a default feature.

i want this option in cloud version

Sadly Actions for JIRA Service Desk is only available for Server instances not Cloud ones such as ours.

Hi,

You can use plugin Actions for JIRA Service Desk. From version 1.3.9 there is automation rule "Add Request Participants". You can also use it when issue is created. Here you can find more information: https://intenso.atlassian.net/wiki/display/AFJSD/Actions+1.3.9 

Best Regards

Just had request for such a feature from end user, so hopeful it will appear some day as a native feature.

nigel7 Thanks for the ScriptRunner suggestion, I have been looking at it but at $250 per month ( we are in the 500 users bracket) it is far too expensive.

The ScriptRunner for JIRA add-on is available now for Cloud. Might be worthwhile checking this out - we've implemented custom scripts on server to do precisely this in the past.

We have just set up a Service Desk for Supporting a client and there is a requirement to add key personnel as participants to every ticket. I feel it should be possible to do this with automation on request creation but it isn't there. We are having to do this manually at the moment and sooner or later we will forget.

The issue is if you have the cloud product you cannot edit the field. I would like that ability with the cloud product.

Mark Scheepers, did you call the JIRA ServiceDesk REST API directly from the webhook, or are you calling an external page which contains the code to call the REST API? EDIT: Please disregard. I have since talked to the JIRA support team, there is a third-page requirement for webhooks. IE calling the API directly from a webhook is not possible. I'm trying to set something up similarly, and it's looking like the first option (IE not routing through an external page) isn't possible, but it might just be a problem with bad documentation.

Adding a +1 for this issue, because having it completely be not possible for cloud users is a bit nonsensical

The requirement is that we should be able to set at a project level as to who are the default recipients (their email ids) - they may be users of JIRA Service Desk cloud or may not be. This is because many of our customers (client IT Managers) do not login to JIRA at all - they just need to know that tickets are being serviced. We have separate program managers for handling services of each customer - hence we need to add all such people at project level. Currently only the request reporter/creator and admin get email notifications from JIRA whenever changes to tickets/issues happen.

We have implemented a workaround where

• issue creation in service desk triggers a webhook via automation rules
• webhook then calls JIRA ServiceDesk REST API to set request participants

This allows to set different sets of request participants based on some issue criteria

This is really required and we are doing an unwanted ugly workaround for this currently. We do not need the botheration of adding another plugin for this. The main reason of request participants being there is that they should get notified.

Customers are consistently requesting the feature to add request participants upon creation of request. Nice to have it soon out of the box from Atlassian.

This is an important feature if the search in the Customer Portal, selecting "created by anyone" is bugged and doesn't provide results.
When it will be possible to add automatically participants when a ticket is created? Possibly better having a group.

This is becoming quite critical for some 3rd parties for which JIRA ServiceDesk is used as incident management system. Would there be an option for Cloud which workarounds this point?

Is there an alternate solution for Cloud base implementations?

We are also using Cloud and are getting client requests for this feature. It is common that stakeholders that are not necessarily active in the customer portal, still need to receive notifications for information purposes.

This feature is so important to our clients across the globe. Several different clients asked for it and there is not way to provide them with something even close in Cloud.

Would there be an option to have a workaround which would apply for Cloud instances of JIRA? This is currently one of the biggest limitations for JIRA service desk as we are not able to inform our customer and it's stakeholders in an efficient way.

Also on Cloud.
We would like the ability to add customers automatically dependent on a custom field setting.

We have a large client that has a number of smaller operators that raise tickets.
Automatically adding the appropriate manager HQ would be helpful

Currently the work around uses a plugin which is not available to Cloud customers

Ideally we would like to add all members of a group as participants of a request automatically.
We use service desk to service internal customers and they usually request on behalf of a department and would like to automatically have the all of that department added to the request on certain types of issues.

In our workflow this would be important functionality in order to inform 3rd party operational teams about ongoing incidents and/or issues. At this moment there does not seem to be a user-friendly way of adding request participants upon creation of specific issues

I have been testing workflows and service desk with regards to "request participants" and found a few things:

• Request Participants: shows "none" and appears the agent can not edit this.
• I can add "Request Participants" into a screen, attach it to a transition, and it works.
• I have attempted to attach a "post function" to a workflow transition that assigns a specific using to "Request Participants". I tried "Update Issue Custom Field Function", which gives me access to "Request Participants". I assigned a value of a user name "first last" hoping this would do the trick. It did not work. I wish I could find a good reference for this kind of information within the JIRA documentation.